Service Desk/ Help Desk

• Receive telephone calls and e-mails from users having problems using computer software
and hardware or inquiring how to use specific software, programming languages,
electronic mail, or operating systems.
• Ascertain the nature of problem, determine whether problem is caused by hardware such
as modem, printer, cables, or telephone, and log in tracking system.
• Escalate problems in accordance with defined procedures.
• Assist users through problem solving steps.
• Use technical databases to research problems and talk with co-workers to research
problem and find solution.
• Provide accurate and complete answers to general use and administrative environment
questions in a timely manner.
• Support shared software, such as operating systems, configuration management to

3 + Years of Experience Technical Support
• 1 Year of experience in Help Desk technical Support